CCW Virtual Exchange April » Focus Day: Future of Customer Feedback Symposium

12:25 pm - 12:30 pm Virtual Lobby Opens & Chairperson's Opening Remarks

12:30 pm - 12:55 pm Benchmarking Session: State of the Customer Journey: Top Challenges and How to Tackle Them

Customer journey mapping brings design thinking into your organization to identify and solve key pain points your customers face. In this session, we’ll discuss how to map customer journeys and how to integrate customer feedback.

The context for Customer Journey Mapping
The business case for Customer Journey Mapping
How to create successful Customer Journey Mapping projects
Why cross-functional teams need to be involved in Customer Journey Mapping- From Product Owners to Support Reps

12:55 pm - 1:00 pm Live Q&A

1:00 pm - 1:25 pm Benchmarking Session: VOC for the Win: How to Leverage Data & Insights to Promote Better CX, Loyalty & Growth

The ability to collect, analyze and act effectively on all available data is vital to any customer-centric success. Companies must learn how to initiate meaningful conversations with consumers and personalize communication catering to unique interests and behaviors. Join this session as we discuss how to use customer insights to surprise, delight and streamline the end-to-end experience.

1:25 pm - 1:30 pm Live Q&A

1:30 pm - 1:40 pm Comfort Break

8:00 am - 8:30 am Interactive Roundtable Discussion - CX in the New Normal: Why Agility and Collaboration are Key to Success in 2021

In 2021, all eyes are on CX initiatives. From the acceleration of digital transformation for better customer experiences to the rise of retention as a leading metric, organizations are looking to CX teams to provide strategic direction that’s grounded in customer insights and data.

In this roundtable discussion Christine Rimer will read out GetFeedback's signature CX research report and discuss the conclusion that companies that are agile, customer-centric, collaborative, and holistic have fared better during COVID and are more resilient in the face of economic downturn.

Focus Day: Future of Customer Feedback Symposium